Jira Service Desk Create button isn't sending customer notifications

[Emma Kershaw]

Hi, 

We've had a problem in the past that when our CS Team want to create tickets for customers and they use the Create button in the service desk, the customer notifications don't work.  

We've been told previously this is because the Jira Service Desk (so customer portal) uses the service desk notifications, but JIRA channel (which we assume the create button must be) uses the project notification scheme.  

We understood this would be resolved with an upgrade, which we did last week, but still have the same issue.  Does anyone know how to have the create button in service desk link to the customer notifications as it's use is limited if it doesn't work like this?

Thanks very much!

Emma

[JP _AC Bielefeld Leader_]

Hi,

do the issues created by your team match a request type of the customer service desk?

Best

JP